--- title: "Core Features You Must Look for in an Omnichannel Call Center Solution" url: "https://www.elisiontec.com/core-features-you-must-look-for-in-an-omnichannel-call-center-solution/" date: "2021-11-01T13:14:55+05:30" modified: "2023-02-16T13:10:31+05:30" author: name: "Hiren Pancholi" url: "https://www.elisiontec.com" categories: - "Call Center" - "Call Center Solution" - "Cloud Call Center Software" - "Contact Center Solution" - "Hosted call center solution" - "Omnichannel call center solution" word_count: 552 reading_time: "3 min read" summary: "As there are multiple call center solutions available in the market, there are different features available in each of these software. All of these solutions look somewhat similar so, it is possibl..." description: "As there are multiple call center solutions available in the market, there are different features available in each of these software." keywords: "Call Center, Call Center Solution, Cloud Call Center Software, Contact Center Solution, Hosted call center solution, Omnichannel call center solution" language: "en" schema_type: "Article" related_posts: - title: "How WhatsApp Can Be a Game-Changer for E-commerce Success?" url: "https://www.elisiontec.com/whatsapp-game-changer-for-ecommerce-business/" - title: "Role of Truecaller for Business in the Banking Industry" url: "https://www.elisiontec.com/truecaller-for-business-role-in-banks/" - title: "Elision Technologies Shines at Bharat BFSI Leadership Summit & Awards 2024." url: "https://www.elisiontec.com/elision-technologies-shines-at-bharat-bfsi-leadership-summit-awards-2024/" --- # Core Features You Must Look for in an Omnichannel Call Center Solution _Published: November 1, 2021_ _Author: Hiren Pancholi_ ![Must-Have Core Features in an Omnichannel Call Center Solution](https://www.elisiontec.com/wp-content/uploads/2021/11/Must-Have-Core-Features-in-an-Omnichannel-Call-Center-Solution.jpg) As there are multiple call center solutions available in the market, there are different features available in each of these software. All of these solutions look somewhat similar so, it is possible that you may buy a contact center solution with some missing features. Therefore, to help you make the right choice, we have come up with a list of core features that you must have in your contact center software, whether it is a cloud call center solution or an on-premises contact center solution. As the [**omnichannel contact center solutions**](https://www.elisiontec.com/products/contact-center-solutions/) are gaining a lot of popularity, we will share the features you must have in your omnichannel software. ## Core features to look for in an omnichannel contact center solution: ### 1. Omnichannel communication support The obvious fact is, it is an omnichannel call center solution so it must support omnichannel communication. It means your software should support all of the below-mentioned communication channels in it: - Voice call - Video call - Instant messaging - Screen share - Email - SMS - [WhatsApp](https://www.whatsapp.com/) - Social media ([Facebook](https://www.facebook.com/), [Twitter](https://twitter.com/home?lang=en)) ### 2. Live statistics The call center solutions must have live statistics to show you real-time data. It will not only assure that your software and hardware performance is as per the expectation, but it will also show how your agents are working. Live dashboards or statistics are necessary to keep track of overall performance and productivity. ### 3. Call controls In any call center software, call controls are necessary for sure. Usually, these are the standard features and you will get them in all [**call center solutions**](https://www.elisiontec.com/products/contact-center-solutions/). Still, to make sure you don’t miss out on any core feature, below is the list of must-have call controls: - Call mute and un-mute - Call transfer - Call forwarding - Call park and pickup - Call recording - Music on Hold ### 4. Call routing rules and call center dialers Usually, the omnichannel contact center solution is used to run inbound, outbound, and blended campaigns. To support these campaigns, it is necessary to have call routing rules and call center dialers. Below is the list of core call routing rules and call center dialers: #### Call routing rules - Advanced call distribution - Sticky agent - Skill-based call routing - Most idle agent call routing - Least talk time-based call routing - Round robin #### Call center dialers - Auto dialer - Manual dialer - Predictive dialer - Power dialer - Progressive dialer - Preview dialer ### 5. Reports All contact center solutions offer a wide range of reports, but what you need to do is get the major reports. These reports should show your key performance indicators. Some of the must-have reports in your software are listed below: - Agent performance reports - Customer satisfaction reports - Communication channel-wise reports ### 6. Supervision features Your call center software must have some core supervision features to let your supervisors keep an eye on your agents. Below is the list of supervision features: - Whisper - Barge-in ##### Wrap up For different businesses, major features needed in an omnichannel contact center solution may vary. However, the core features required by any business are often the same. To help you look for the right feature in your omnichannel call center solution, we have already shared the list of features. We have an omnichannel call center solution with all core features, plus, some advanced features that can help you leverage multiple advantages from your software. Let us explain more in a call. [Contact us](https://www.elisiontec.com/contact/) to book a call or a demo. ** ![Loading](https://www.elisiontec.com/wp-content/plugins/page-views-count/ajax-loader-2x.gif) --- _View the original post at: [https://www.elisiontec.com/core-features-you-must-look-for-in-an-omnichannel-call-center-solution/](https://www.elisiontec.com/core-features-you-must-look-for-in-an-omnichannel-call-center-solution/)_ _Served as markdown by [Third Audience](https://github.com/third-audience) v3.5.3_ _Generated: 2026-08-17 13:55:23 UTC_